Lead Technical Quality of Service Specialist

The Infrastructure department is responsible for influencing and tracking change, providing frontline support, and delivering software-defined solutions.

Our QoS - Quality of Service team is responsible for ensuring that clients experience the best VPN service possible. The team has Technical Specialists, Data Analysts to measure the main important metrics and Project managers to lead changes to improve the service.

• Partner with product, core, infrastructure, and engineering professionals to understand, improve, and optimize VPN services.
• Lead a team of QoS specialists by demonstrating the right mindset, dedication, and problem-solving skills.
• Plan work, develop team processes, and constantly look for ways to improve the team's performance.
• Identify, analyze, and interpret trends or patterns in data sets; analyze core and experimental data and metrics; identify metrics that should be used for quality monitoring; draw conclusions and make suggestions.
• Monitor and audit data quality; prepare status reports by gathering, analyzing, and summarizing relevant information; present reports to the team.
• Identify opportunities for automation to reduce manual work and contribute to the automation of manual tasks.
• Collaborate with other business units to understand how automation can improve workflows.
• You will have an opportunity to develop analytical skills and build a track record for the PM position in the future.

• Curiosity and proactive approach to understanding how things work, with a focus on identifying improvements to create better value for the product and end users.
• Strong sense of duty, empathy for users, and a drive to solve their problems and ensure satisfaction with product quality.
• Self-motivated and self-managing, with a high attention to detail, a drive to enhance product quality, eagerness to learn, and a positive, can-do attitude.
• Experience in leading teams, including overseeing tasks, guiding team members, and driving successful outcomes in a collaborative environment
• A strong sense of responsibility and commitment to our users, ensuring their needs are prioritized.
• Team-oriented, proactive, and able to thrive in a fast-paced environment.
• Excellent communication skills, including the ability to present ideas, facilitate discussions, achieve consensus, gain buy-ins, and effectively communicate progress.
• Proficiency in presenting analysis and findings to team members using graphical representations and data visualizations.
• Experience working in cross-functional teams is highly valued.
• Familiarity with data visualization tools such as Tableau, Looker, or similar is a plus.

• Monthly gross salary from 3310-4140 EUR

About Us

Nord Security is a global leader in internet privacy and security solutions and Lithuania’s second tech unicorn. Established in 2012, Nord Security now has more than 1400 employees and serves millions of users worldwide. Our team has a global mission to shape a more secure and peaceful online future for people everywhere. With that in mind, we built several advanced cybersecurity solutions: NordVPN, NordLayer, NordLocker, NordPass, NordProtect, NordStellar, and Saily.

NordVPN is the world’s most advanced VPN service provider, used by millions of internet users worldwide. NordVPN provides double VPN encryption and Onion Over VPN and guarantees privacy with zero tracking. One of the key features of the product is Threat Protection, which blocks malicious websites, malware, trackers, and ads. NordVPN is very user friendly, offers one of the best prices on the market, and has over 5,000 servers in 59 countries worldwide.

And we’re always looking to expand our team of:

• Future shapers

• Restless achievers

• Self-movers

• Honest communicators

• Team players

What We Offer

• Access to Nord Security products. We build solutions used by millions of users worldwide, and you’ll get to experience our products firsthand;

• Professional growth. Internal and external events, online training, conferences, books - everything you need to reach full potential;

• Health benefits. Private health insurance, online and on-site workouts, consultations to feel and be your best;

• Mental wellbeing. Access to mental health tools like Calm, Headspace, and Mindletic. Options for therapy to keep your emotional wellbeing in check;

• Team spirit. Team buildings and parties with games, shows, tastings, food coupons, gifts, and it’s on us;

• More free time. Stay with us and additional vacation days will be added to your calendar;

• Additional paid leave. Additional days are covered by us in cases of illness or special occasions;

• Flexibility. Flexible working time arrangement.

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